Front Desk Agent at the Crosby Street Hotel

Job Description

Job Description

Crosby Street Hotel - SoHo, New York

Front Desk Agent

Are you passionate about providing exceptional guest experiences in a luxury setting? Firmdale Hotels invites you to become a valued member of our celebrated team at Crosby Street Hotel, where elegance meets outstanding service.

Firmdale Hotels is a collection of award-winning, luxury boutique hotels and restaurants, renowned for their unique design and exceptional service. Each property offers a distinctively stylish experience, reflecting our commitment to excellence and innovation in hospitality.

Title: Front Desk Agent

Location: Crosby Street Hotel

Position Type: Full Time / Non-Exempt, Permanent

Reports To: Assistant Front Office Manager

An invitation to serve with pride. At Crosby Street Hotel, every guest encounter is a story — and you will help write it.

We are seeking a warm, attentive Front Desk Agent to join our celebrated team. You will be the first point of contact for our guests, setting the tone for an exceptional stay from the very first moment. This is a role for someone who takes genuine pleasure in hospitality, thrives in a fast-paced luxury environment, and understands that the finest details make all the difference.

Key responsibilities :

• Warmly greet all guests upon arrival and departure, extending the highest level of hospitality at all times
• Welcome and check in guests efficiently, with special attention to VIP clients and individual preferences
• Allocate accommodations accurately, retrieving and utilising all relevant guest information
• Maintain strict confidentiality of all hotel guest records and information
• Assist guests with luggage politely and efficiently
• Maintain efficiency and friendliness throughout the entire checkout process
• Resolve guest complaints and queries in accordance with Firmdale standards
• Apply all hotel credit procedures discreetly and tactfully
• Maintain high levels of communication with the AFOM, FOM, and all other hotel departments
• Complete all filing according to hotel standards
• Accurately record all reservations taken at the Front Desk
• Follow all handover procedures at the end of every shift
• Ensure all charges are posted correctly and billed to the appropriate guest or function account
• Count assigned bank at the start and end of every shift and rectify any discrepancies
• Adhere to and maintain the security of cash, property, and valuables in the reception area
• Transfer accounts to sales with accurate information and correct documentation
• Understand and adhere to hotel security policy at all times
• Maintain a thorough knowledge of the hotel and the Firmdale brand
• Maintain a clean and organised workplace
• Promote other Firmdale hotels and restaurants
• Consistently demonstrate Firmdale Core Values: Attention to Detail, Enthusiasm, Passion, Relationships, and Resilience
• Carry out any other reasonable duty to assist in the smooth running of the property

Physical Requirements:

• Ability to stand for a complete 8-hour shift, 5 days a week
• Ability to read, review, enter, and retrieve information from computer systems and hard copies, including guest identification documents and internal memos
• Ability to use a computer keyboard, mouse, and telephone system
• Ability to communicate both verbally and in writing, and to document activities using hotel systems
• Available to work a flexible schedule including days, evenings, nights, weekends, and holidays

What You Bring:

• A high school diploma; hospitality training, certification, or a 2- or 4-year degree preferred; a college degree in hospitality is a plus
• Previous reception or customer service experience, preferably within a 4- or 5-star hotel
• Excellent spoken and written English
• Friendly and professional telephone etiquette
• Ability to remain calm and composed under pressure
• A high level of attention to detail

What We Offer:

• Competitive salary
  • Compensation for this role is $25 - $27 per hour, commensurate on experience
• Generous paid time off for full and part time team members, including NY sick and safe leave, paid vacation days, and personal days
• Comprehensive medical, dental, and vision benefits, life insurance, and New York Secure Choice support for most team members
• Complimentary meals on shift
• Free uniform dry cleaning service
• Commuter transit benefits available Day 1
• Ongoing training and professional development, including annual education reimbursement program up to $3,000
• Social events throughout the year, including holiday parties, team member appreciation events, and more
• Exclusive discounts at Design Hotels, staff sales, spa discounts, and product perks
• Departmental and company-wide incentive programs
• And much more!!

Why join Firmdale Hotels?

Firmdale Hotels is an international, award winning group of 11 luxury hotels and 10 bars and restaurants in London and New York. World renowned for their unique interiors and exceptional service, the hotels are trailblazers in hospitality and design.

We are delighted to have been recognized by the hospitality and travel industries for the great work our teams have achieved. To name a few of our recent awards and accolades:

Crosby Street Hotel

• Three Michelin Keys, 2024, 2025
• Condé Nast Traveler 'Triple Crown', 2026
• Readers' Choice Awards, Condé Nast Traveller, 2024, 2025
• Top-Rated Tablet Hotels of All Time, 2025
• The Best Boutique Hotels in New York City, Travel + Leisure, 2024
• Certified LEED® GOLD by the U.S. Green Building Council and verified by the Green Building Certification Institute (GBCI)

Warren Street Hotel

• Two Michelin Keys, 2025
• The Hot List, Conde Nast Traveller, 2024
• The IT List, Travel + Leisure, 2024
• World's Greatest Places, TIME Magazine 2024
• The Best Boutique Hotels in New York City, Travel + Leisure, 2024
• Readers' Choice Awards, Condé Nast Traveller, 2025

The Whitby Hotel

• Three Michelin Keys, 2024, 2025
• Top-Rated Tablet Hotels of All Time, 2025
• Condé Nast Traveler 'Triple Crown', 2026
• Best Spots for Afternoon Tea in the US, Tasting Table, 2024, 2025
• Best Afternoon Teas in New York City, Vogue, 2024, 2025
• Readers' Choice Awards, Condé Nast Traveller, 2024, 2025

You can see a full list of our awards and accolades here: -accolades/

Join us at Crosby Street Hotel and be part of a team that values excellence, creativity, and a genuine passion for hospitality. Apply now to start your journey with Firmdale Hotels!

Firmdale Hotels welcomes applicants from all backgrounds and is committed to an inclusive workplace. Please let us know if you need adjustments during the recruitment process.